1. Lesson 3.2
4/28/2018
LESSON 3.2
SERVICE BY TELEPHONE
Discuss the elements of business telephone etiquette
Describe how telephone systems are used to serve customers
CUSTOMER SERVICE

2. Telephone Etiquette Making a first impression
3.2
Telephone Etiquette
Making a first impression
Being professional, helpful, organized
Listening
Asking pertinent questions

3. Telephone Tips 3.2 Show willingness to help. Convey sincerity.
Be fully attentive.
Use “hold” sparingly.
Speak clearly.
Refrain from familiarity.
Demonstrate self-confidence.
Satisfy without transferring.
Return calls promptly.

4. Telephone Don’ts 3.2 Don’t sound disinterested or aloof.
Don’t shuffle papers.
Don’t eat, drink, or chew gum while listening or talking.
Don’t answer “side” questions from coworkers.
Don’t use slang, like “yeah” or “gonna.”
Don’t talk so loudly that you seem angry.
Don’t interrupt.
Don’t rush the caller.
Don’t work on the computer while talking.
Don’t put the caller on hold unless absolutely necessary.

5. 3.2
Taking a Message
Full name, department, company, and phone number of the caller
Name of person who was called
Time and date of the call
Complete message
Urgency of the call
Time the customer wants to be called back or time the customer plans to call the employee back

6. Additional Guidelines for Placing Calls
3.2
Additional Guidelines for Placing Calls
1. Place your own calls.
2. Be well prepared.
3. Don’t procrastinate.
4. Place the call at an appropriate time.
5. Identify yourself, state your reason for calling, and then ask if this is a good time to talk.
6. Sit up straight.
7. Speak sincerely, pleasantly, and with consideration.

7. Additional Guidelines for Placing Calls
3.2
Additional Guidelines for Placing Calls
8. Remember that your customers are busy people.
9. Encourage the customer to talk.
10. Take notes.
11. Paraphrase the customer’s words to verify the message.
12. At the end of the call, summarize the major points.

8. Cell Phone Manners 3.2 Keep your cell phone out of the way.
Select a professional ring tone.
Do not lay your phone on the table if you are in a meeting.
Do not make a customer wait while you finish a call.
Do not take or make phone calls or receive or send text messages when a customer is nearby.
Do take emergency calls.
Do not wear phone accessories in the presence of a customer.

9. The Telephone as a Customer Service Tool
3.2
The Telephone as a Customer Service Tool
Revenue growth
Toll-free numbers
Telemarketing

10. Revenue Growth Interactive voice response systems
3.2
Revenue Growth
Interactive voice response systems
Telephone sales representatives (TSRs)
Cross-selling
In cross-selling the TSR recommends a product or service that complements the one the customer has just purchased.
Upselling
Upselling is the process of offering a discount for increased quantity or combination orders.

11. 3.2
Toll-Free Numbers
Toll-free numbers allow customers to telephone a company without having to pay for a long-distance telephone call.

12. Telemarketing Purposes of telemarketing calls: Do Not Call Registry
3.2
Telemarketing
Purposes of telemarketing calls:
Promote merchandise or services
Conduct market surveys
Ask for donations to charitable causes
Arrange appointments for demonstrations
Promote political candidates
Do Not Call Registry

13. Telemarketing—Some Suggestions
3.2
Telemarketing—Some Suggestions
Rehearse.
Be well informed.
Be friendly and professional.
Don’t persist if the call is unwelcome.

14. Telemarketing Benefits
3.2
Telemarketing Benefits
Telemarketing centers can be set up quickly and inexpensively.
Telephone calls can be made more frequently and inexpensively than in-person sales calls.
Results are quick, often showing an immediate increase in orders.
The same staff can perform a variety of functions.

15. Effective Use of Telephone Technology
3.2
Effective Use of Telephone Technology
Speakerphones
Call waiting
Voice mail
Web conferences